--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Explore # Explore ServiceNow Otto for Legal Service Delivery (LSD) {#ariaid-title1} Release version: Yokohama Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Legal Service Delivery (LSD) ServiceNow Otto for Legal Service Delivery (LSD) empowers legal teams by integrating generative AI capabilities to enhance the handling of legal requests and matters. This application helps request fulfillers and legal users quickly understand and act on legal issues by providing AI-generated summaries and actionable answers derived from knowledge articles within various ServiceNow centers such as Employee Center, Legal Counsel Center, and global search. Show full answer Show less ## Key Features * **Summarization Capability:** Request fulfillers receive concise AI-generated summaries of legal requests or matters, including details and prior actions taken. These summaries assist in understanding context swiftly, enabling faster resolution. Summaries appear above the activity stream and are configurable based on selected fields and variables. * **Q\&A Genius Results:** Utilizes the Now LLM Service to generate precise, actionable answers from knowledge articles. These results appear as answer cards with topic and answer snippets, allowing users to access full articles easily. This feature requires activation of both AI Search and the Otto for LSD application. * **AI Model Providers:** Supports various AI models including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration and preferences are managed through AI Control Tower and AI Admin Hub. ## User Roles and Access * **Administrator:** Responsible for installing the Otto for LSD plugin, activating skills, and managing administrative settings. * **Request Fulfiller:** Authorized to use AI skills for managing legal requests. * **Matter Fulfiller:** Authorized to use AI skills for managing legal matters. ## Practical Benefits for ServiceNow Customers By leveraging ServiceNow Otto for Legal Service Delivery, legal teams can accelerate request resolution through AI-driven summarization and knowledge-based answers. This reduces manual effort, improves understanding of complex legal matters, and streamlines workflows within familiar ServiceNow environments like Legal Counsel Center and Employee Center. With the ServiceNow Otto for Legal Service Delivery (LSD) application, request fulfillers can use generative AI to summarize a legal request or legal matter. Request fulfillers or legal users can also generate actionable answers from knowledge article search results in Employee Center, Legal Counsel Center, and global search. ## ServiceNow Otto for Legal Service Delivery (LSD) overview {#now-assist-lsd-exploring__section_kbj_dxc_fdc} The following generative AI capabilities are available in ServiceNow Otto for Legal Service Delivery (LSD): * Summarization capability for the request fulfillers to get a concise summary of a request or matter. This generative AI summary enables a request fulfiller to understand the context of the request so that they can close the request or matter more quickly. The summarization capability is available in Legal Counsel Center as well as the Now Assist panel. * Q\&A Genius Results capability for request fulfillers and legal users to generate concise, actionable answers from knowledge article results in Legal Counsel Center, Employee Center, and global search. {#now-assist-lsd-exploring__ul_gkv_4q3_tdc} ## Legal Request and Legal Matter summarization skills {#now-assist-lsd-exploring__section_wsd_2dz_byb} The ServiceNow Otto for Legal Service Delivery (LSD) application provides an AI-generated summary of the legal request or matter. The summary includes the request or matter details and the actions that were taken for this request or matter. A request fulfiller can view this summary to understand the context, refresh the summary, and post the summary to the work notes. The summary is displayed above the activity stream and includes the information from the fields and variables configured as inputs. For more information on the fields and variables that are considered for summarization, see [Skill inputs for ServiceNow Otto for Legal Service Delivery (LSD)](https://servicenow-prod.fluidtopics.net/hlqRafhmtVXJn86ifiXLmg "Get a quick overview of the skill inputs for ServiceNow Otto for Legal Service Delivery (LSD) so that you can configure how and when a skill is used.") and [Configure variables for Now Assist summarization](https://servicenow-prod.fluidtopics.net/Ixt1YAZmVyx2GVNdqXFRyg "Configure the variables of the practice areas that you want to be considered as inputs for legal request or matter summarization by using the Now Assist application."). For information on activating the Legal Request summarization skill or the Legal Matter summarization skill, see [Configure ServiceNow Otto for Legal Service Delivery (LSD)](https://servicenow-prod.fluidtopics.net/iUlg9OPvNMsoqU6riGA~UA "If you have the admin role, you can configure the ServiceNow Otto for Legal Service Delivery (LSD) application so that legal users or request fulfillers can use the generative AI skills from Legal Counsel Center and Core UI."). For information on how to use the skills on Legal Counsel Center, see [Summarize a legal request or matter by using ServiceNow Otto for Legal Service Delivery (LSD)](https://servicenow-prod.fluidtopics.net/BAgWTpXjJh3l3N6skKmetg "Generate a summary from the fields that you selected on the legal request or matter record and quickly understand the request context by using the Legal Request or Legal Matter summarization skill in the ServiceNow Otto for Legal Service Delivery (LSD) application."). ## Q\&A Genius Results {#now-assist-lsd-exploring__section_t3g_rr3_tdc} Q\&A Genius Results use the Now LLM Service to generate search results from knowledge article results in Employee Center, Legal Counsel Center, and global search. The Q\&A Genius Result answer card shows a topic snippet and an answer snippet that was extracted from a knowledge article. You can view the full article directly from the answer card. For more information, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US). It is enabled when both AI Search and ServiceNow Otto for Legal Service Delivery (LSD) are activated. You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## ServiceNow Otto for Legal Service Delivery (LSD) users {#now-assist-lsd-exploring__cf-exploring-parent-users} {#now-assist-lsd-exploring__table_ns3_1vj_qcc__entry__2} | User | Description | |-|-| | Administrator \[sn_lg_gen_ai.admin\] | Provides administrative access to ServiceNow Otto for Legal Service Delivery (LSD). Installs ServiceNow Otto for Legal Service Delivery (LSD) plugin, and activates the required skills. | | Request Fulfiller \[sn_lg_gen_ai.request_fulfiller\] | Provides access for users to utilize skill for legal requests provided via ServiceNow Otto for Legal Service Delivery (LSD). | | Matter Fulfiller \[sn_lg_gen_ai.matter_fulfiller\] | Provides access for users to utilize skill for legal matters provided via ServiceNow Otto for Legal Service Delivery (LSD). | [Table 1. Users] {#now-assist-lsd-exploring__table_ns3_1vj_qcc} * **[Supporting information for ServiceNow Otto for Legal Service Delivery (LSD)](https://servicenow-prod.fluidtopics.net/NaOEIwqAJej59GZzkZ2uYQ)** Get a quick overview of the important information that is related to the ServiceNow Otto for Legal Service Delivery (LSD) application.